grievance redressal system

Project/ scenario name:

Online grievance redressal system

Objective/ vision: 1.

To cre creat ate e a useruser-fr frie iend ndly ly onl onlin ine e inte interf rfac ace e for for citi citize zens ns to com commu muni nica cate te wit with h administrative administrative body and reduce the distance and time barrier between citizens and administration

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To crea create te a onl onlin ine e "la "latf tfor orm m whe where re "eo"l "eo"le e can can shar share e ide ideas as inv invo# o#e e discussions issue com"laints create suggestion/"etitions for im"rovement of city administration.

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To enc encou oura rage ge the the cit citiz izen ens s to act activ ivel ely y "art "artic ici" i"at ate e in city city adm admin inis istr trat atio ion n to bring trans"arency and fle%ibility in system.

&otivations to build this system: 1.

'imi 'imite ted d hou hourr ser servi vice ce ava avail ilab abil ilit ity y in in the the cur curre rent nt syst system em..

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'ac# 'ac# of of invo involv lvem emen entt of "eo "eo"l "le e in e%h e%hib ibit itin ing g thei theirr res" res"on onsi sibi bili liti ties es tow towar ards ds society.

The objective of (entralized (om"laint )ystem is to ma#e "eo"le to get solved their "roblems easily by using the online com"laint system.

 *%isting )ystem :

+eed Of system :

 )co"e :

The "eo"le need not go to the higher authorities always when they face "roblem. They can use the service of this software browser and can give  their com"laint and the com"laint is ta#en u" by the em"loyee of s"ecified  de"artment and he solves the "roblem this was the traditional a""roach  The drawbac# of e%isting system is 'imited hour service availability in the current system.  'ac# of involvement of "eo"le in e%hibiting their res"onsibilities towards society.

,astens way to solve "roblem. +o manual "rocessing  ll things are automated. andle com"laints about im"ro"er res"onse by munici"al authorities.

The )co"e of the rievance andling &odule are given below: ,acilitates acce"tance of rievance from citizens enerate ac#nowledgement and status re"ort of rievance 0ee" trac# of rievance redressal

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Technologies to  be used:

Tools used:

&odules :

,unctional e;uirements :

&' 2!** 232)O+

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Tomcat 4.5

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*cli"se

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&y)6'

1. !. $. 7. 8. 9.

dministrator &anager *m"loyee Public 'ocal munici"al authorities +Os

1. Online egistration for "ublic. !. ser-friendly . administrator controls all de"artment ;ueries  . sers ?(itizens@ : <.

sers should be able to create new account log-in to their e%isting accounts which will give them the authority to use the services "rovided by the system.

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uthenticated users should be able to issue com"laints chec# com"laint status submit feedbac# and browse through other com"laints and their feedbac#.

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uthenticated users should be able to create suggestions/"etitionsA other  users can su""ort or ma#e suggestions for "etitionsA forward "etitions to corres"onding authority for "ossible im"lementation.

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sers can to create grou"s where users can share their e%"eriencesA discuss common "roblems and the "ossible solutionA

B. &unici"al authorities : <.

&unici"al authorities can log-in to their accounts as created by administrator.

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uthorities can access all the com"laints suggestions from users.

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com"laints with activity re"orts.

(. dministrators :

O"tional ,eatures:

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(reate and monitor accounts of authorities.

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,ilter the content re"orted as ina""ro"riate and handle threats.

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andle com"laints about im"ro"er res"onse by munici"al authorities.

1. !.

Online )urveys. ,acility to u"load "hotos/documents of the com"laint. ,or e.g. garbage "roblem. el" "ages in the form of forums and ,6s. ssigning "erformance ratings to different sections of munici"al administration as "er direct feedbac# received from users.

$. 7.

 . Professional loo# and feel

ser interface "riorities:

B. se of 23 at least with all registration forms (. Browser testing and su""ort for <* ++ &ozilla and ,irefo%. C. se of ra"hical tool li#e 2)P* to show strategic data to admin *. e"orts e%"ortable in .3') .PC, or any other desirable format

e"orts:

1. !. $. 7. 8. 9. 4. >.

Dee#ly re"ort &onthly re"ort )tatus re"ort yearly re"ort *scalation re"orts based on res"onsibility matri% ;ueries and res"onses answered re"ort (om"laint re"ort including com"laint details res"onse details feedbac#. )ection-wise user-feedbac# summary.